CX Programs Manager

Location: Town of Texas
CX Programs Manager page is loaded## CX Programs Manager remote type:
Fully Flexible locations:
Remote, Texas, United States of America time type:
Full time posted on:
Posted Yesterday job requisition :
R31392##

Job Description Zendesk is the industry-leading, AI-driven customer experience platform with an unwavering focus on customer obsession and success.  The Zendesk customer experience (CX) organization is at the heart of continuously championing and driving this customer obsession and outcomes across the company.

The mission of the CX organization is to ensure our customers realize value from their investments in Zendesk’s leading CX solutions.  The CX Programs team is a central, growing and dynamic team responsible for ensuring efficient and effective running of the business, and transformational and forward looking changing of the business.
This organization reports into the Office of the CCO and at the intersection of Customer Success, Professional Services, Renewals, Product Speciality, and more. The role is an exciting opportunity to continue the acceleration and impact of key Zendesk initiatives.
**** JOB RESPONSIBILITIES
**** To achieve the CX mission, the CX programs team focused on the following core objectives:
* Ensure the core CX delivery teams — e.g., Customer Success, Professional Services, Renewals — are efficiently & effectively delivering value & outcome-driven services to customers throughout the customer’s journey.
* Enable the Zendesk team to accelerate product adoption and raise the bar for the customers’ overall Zendesk experience — through the application of high-value customer health processes and product adoption frameworks.
* Reinforce CX delivery excellence across the company to accelerate our customers’ success and Zendesk’s growth.
* Support and deliver assigned CX cohorts and projects for Zendesk’s customers, focusing on customer health, adoption, and value – this spans high, medium, scaled and digital touch programs.
* Coordinate the maintenance of program(s) documentation and provide regular status updates on progress and outcomes to stakeholders.
** To deliver on these overarching objectives, CX Programs will collaborate closely with Zendesk CX and go-to-market (GTM) colleagues on the following:
*** Develop actionable, value-driven frameworks, standards, processes and best practices that enable customer success, expanded relationships and growth for Zendesk.
* Lead and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization, retention and growth.
* Lead and run recurring cross functional CX delivery excellence programs — e.g., global risk programs, regional heal desks, digital success programs, customer journey optimization, etc.
* Implement Best Practices by applying established CX standards, playbooks, and best practices to program delivery for enterprise customers.
**** QUALIFICATIONS
* **** 5+ years experience in CX/GTM delivery, Strategy & Operations or similar.
* Customer Success, Professional Services, Renewals and Consulting experience is value adding, but neither required or sufficient alone
* Must understand industry best practices in CX service delivery and apply those best practices to drive operational excellence and transformation across a complex global function.
* Expertise in state of the art customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes.
* Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations.
* Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs.
* Financial acumen and the ability to do foundational quantitative analysis and forecasting.
* Strong interpersonal and influencing skills, with the ability to work at multiple levels of an organization (e.g., CXO to individual CSM or renewals manager).
* Demonstrated experience in data analysis and reporting, with a strong…